Issue with Microsoft Safety Feature Not Detecting Internet Connection on Child’s Device

Question

Dear Sir or Madam,

I am reaching out as a long-time Microsoft user of over 3 years regarding a recent problem with the Microsoft Safety feature my family set up on my laptop.

Despite having a strong Wi-Fi signal (five bars), the system repeatedly reports that I has no internet connection. We have attempted multiple solutions, including resetting the laptop and applying all available updates, but the issue persists. I have also attached pictures below to illustrate the problem.

Could anyone please assist in resolving this matter or provide guidance on what further steps we should take to restore full functionality to the safety feature?

Microsoft System Center | Other

Answer 1

Hello,

Since you mentioned that you have been using Microsoft products for more than 10 years, it is very likely that your account is an adult account.

If your date of birth in your Microsoft account shows that you are an adult, you can simply leave the family group. Once you restrictions will be removed immediately.

You can leave the family group by following these steps:

1. Sign in to Family Safety on the website: https://account.microsoft.com/family/home
2. Click your own profile.
3. Scroll down to the “Member settings” section.
4. Select “Leave family group” and confirm by clicking “Remove”.

By the way, is there any specific reason why you need to stay in the family

group? If you are an adult, you normally do not need to be part of it.

Answer 2

Hi Rianna Wong,

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button right under your first post.

Have you tried Q&A Assist suggestions and successfully resolve the problem?

If the problem persists or you have any updated information, please feel free to let me know.

Answer 3

The device is online but some Microsoft services (like Family Safety) may not be able to verify connectivity correctly. Use the built‑in Windows network checks first, because Family Safety depends on them.

Try these steps in order:

1. Confirm Windows sees a working internet connection
   1. On the taskbar, select the Network icon and make sure the Wi‑Fi network shows Connected.
   2. Open a browser and verify several unrelated sites work (for example, search pages and email). If they do not, follow the remaining steps; Family Safety will not work until general connectivity is fixed.
2. Run the Windows Network troubleshooter
   1. Select Start > Settings > Network & Internet.
   2. In Status, select Network troubleshooter and follow the on‑screen steps.
   3. If you are on Windows 11, you can also run the Network and Internet troubleshooter from the Get Help app as described in the documentation.
3. Fix “connected to Wi‑Fi but no internet” conditions If the Wi‑Fi icon shows No Internet or apps cannot reach the internet even though Wi‑Fi is connected:
   1. Turn Wi‑Fi off and back on, then reconnect to the wireless network.
   2. Open Command Prompt as administrator and run:
      • ipconfig /release
      • ipconfig /renew
   3. In the same Command Prompt, run ipconfig /flushdns to clear the DNS cache.
   4. Go to Settings > Network & Internet > Proxy and turn off any manual proxy settings.
   5. Check the IP address: if it starts with 169.254.x.x, the router is not giving a valid address. Ensure DHCP is enabled on the router and reconnect.
4. Verify the router and DNS are reachable
   1. Open Command Prompt as administrator and run ipconfig.
   2. Note the Default gateway address.
   3. Run ping <DefaultGateway> (for example, ping 192.168.1.1).
      • If replies are received, the PC can reach the router and the issue may be with the modem or ISP; check for an outage or restart the modem/router.
      • If there is no reply, connect the PC to the modem with an Ethernet cable if possible. If Ethernet works, the Wi‑Fi router is the likely cause and may need a firmware update or reset.
5. Re‑try Microsoft Family Safety Once general internet access is working reliably and Windows shows Wi‑Fi Connected (not No Internet), sign out of the child account, sign back in, and then start the Family Safety‑restricted app again so it can re‑check connectivity.

If all of the above steps succeed (web browsing works, ping to the router is successful, and Windows shows a normal Wi‑Fi connection) but Family Safety still reports no internet, capture screenshots of the Network Status page and the Family Safety error and contact Microsoft support for Family Safety so they can review the account and service side.

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References:

• Fix Wi-Fi connection issues in Windows

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